Company: Compassionate Community Care
Position: Remote Member Services Representative
Location: San Francisco, California
Work Arrangement: Fully Remote
Employment Type: Full-time
Reports to: Member Services Manager
Company Description
Compassionate Community Care (CCC) is a locally based provider of home care and geriatric care management services that has been serving the San Francisco community for over 21 years. The organization supports seniors, individuals recovering from surgery, injury, or illness, and people with disabilities through services such as supervision, medication reminders, escort assistance, house cleaning, diet monitoring, companionship, grooming, and exercise support. CCC’s geriatric care management services help clients and families navigate the healthcare system, coordinate physician teams, and manage medications to support safe, comfortable living at home. Care managers include registered nurses and gerontologists, and caregivers are Home Care Aides registered with the California Home Care Registry and trained by nursing and aging life professionals. CCC’s multilingual and multicultural staff respects and celebrates each client’s cultural, spiritual, and religious beliefs, with aging life care professionals available 24/7 for emergencies.
Key Responsibilities
• Respond promptly and professionally to member inquiries by phone, email, chat, and other approved communication channels.
• Explain company programs, services, eligibility requirements, appointments, and procedures clearly and accurately.
• Listen carefully to members’ concerns and identify appropriate solutions or next steps.
• Document member interactions, requests, and resolutions accurately in the company’s designated system.
• Escalate complex, sensitive, or unresolved matters to the appropriate department or supervisor.
• Assist members with account updates, service requests, referrals, scheduling, and general administrative needs.
• Protect confidential member information and follow applicable privacy, security, and company policies.
• Follow up with members to confirm that their concerns have been addressed.
• Maintain a courteous, patient, and inclusive approach when assisting members from diverse backgrounds.
• Collaborate with internal teams to improve the member experience.
• Meet established standards for response time, accuracy, quality, attendance, and member satisfaction.
• Participate in virtual meetings, training sessions, and professional-development activities.
• Perform other related duties as assigned.
Required Qualifications
• U.S. citizenship or authorization to work in the United States without employer-sponsored visa assistance.
• High school diploma or equivalent required.
• At least one year of experience in customer service, member services, patient services, call-center support, healthcare administration, social services, or a related field.
• Excellent verbal and written communication skills.
• Strong listening, problem-solving, and organizational abilities.
• Demonstrated empathy, patience, professionalism, and cultural sensitivity.
• Ability to handle confidential and sensitive information responsibly.
• Comfortable using email, video-conferencing platforms, customer-service software, Microsoft Office, Google Workspace, or similar digital tools.
• Ability to work independently and maintain productivity in a remote setting.
• Reliable internet service, a suitable home-office workspace, and the ability to participate in telephone and video communications.
Hiring note: Unless U.S. citizenship is legally required for this position, it is generally safer to state that applicants must be authorized to work in the United States and that the company will not provide visa sponsorship. U.S. employers must complete Form I-9 for every person hired, including both citizens and noncitizens.
Preferred Qualifications
• Experience supporting members, patients, clients, caregivers, or community-service users.
• Experience in healthcare, nonprofit, social-services, or community-care settings.
• Familiarity with electronic records, case-management platforms, ticketing systems, or customer relationship management software.
• Knowledge of privacy and confidentiality standards applicable to healthcare or social-service environments.
• Ability to communicate in more than one language.
• Familiarity with the San Francisco community and local support resources.
Compensation and Benefits
• Salary: $22.00–$28.00 per hour, depending on experience, qualifications, and job-related skills.
• Performance opportunities: Eligibility for an annual performance bonus of up to 10% of base earnings.
• Paid time off: Starting with 15 days of paid vacation per year, plus paid sick leave.
• Paid holidays: 11 company-paid holidays annually.
• Health coverage: Comprehensive medical, dental, and vision insurance, with the company covering a substantial portion of employee premiums.
• Retirement plan: 401(k) plan with an employer match of up to 6% of eligible compensation.
• Home-office support: A one-time home-office equipment allowance of up to $750 and a monthly internet stipend.
• Professional development: Annual learning and development allowance of up to $1,500.
• Wellness support: Employee assistance program, wellness resources, and mental-health support.
• Family benefits: Paid parental leave and flexible scheduling options, subject to company policy.
• Work flexibility: Remote-first work environment with predictable scheduling and paid virtual training.
• Career growth: Opportunities for advancement within member services and related departments.
A published California pay range is important for this remote role if it may be filled by a California employee; the range should reflect the employer’s good-faith expectation of pay at the time the position is posted. The proposed $22–$28 hourly range is positioned above several comparable member-support postings, where advertised rates included approximately $20.68–$24 per hour and $19.23 per hour, while also pairing compensation with benefits such as paid time off, retirement matching, and insurance coverage.
Work Environment
This is a fully remote position. The representative will regularly use a computer, telephone, email, video-conferencing software, and other digital communication systems. Employees are expected to maintain a quiet, secure, and professional workspace and comply with all remote-work requirements.
The standard schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Pacific Time, with a 30-minute unpaid meal period. Occasional schedule flexibility may be required to meet member needs.
Equal Employment Opportunity
Compassionate Community Care is an equal-opportunity employer committed to maintaining an inclusive and respectful workplace. The company does not discriminate on the basis of legally protected characteristics. Reasonable accommodations are available for qualified individuals with disabilities.
Equal Employment Opportunity
Compassionate Community Care is an equal-opportunity employer committed to maintaining an inclusive and respectful workplace. The company does not discriminate on the basis of legally protected characteristics. Reasonable accommodations are available for qualified individuals with disabilities.
